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Content
Prerequisites
- JIRA from version 7.0.0
Description
With this plugin, Service Desk issues that are created by a user are also visible to the colleagues of that user. Users can be grouped into organizational units for that.
A user who creates an issue via Service Desk does not need to manually select an organizational unit. The plugin does it automatically. Service Desk Agents can manually select an organizational unit, i.e. if the issue is to be made available to other colleagues only after approval.
Configuration
In order to use the plugin, create a new custom field. The group or unit of the custom field will then be used to set the participants. There are various options.
Step 1: Create user groups
In administration, create one or several user groups within the section User Management, tab Groups
Add at least two members to the group via Edit members.
Step 2: Create a Custom Field
In the section Issues and tab custom fields you can create a new custom field type Participant Unit Picker. Then add the custom field to the edit and view screen masks for the desired issue type.
Step 3: Configure Custom Field
After you have created the custom field, you can open the configuration for the custom field and select "Edit Participants Unit Configuration".
You can create individual units in the Configure Participant Unit custom field.
The plugin tries to automatically determine the Participant Unit based on the reporter. It checks whether the reporter is in a trigger group of a unit. As soon as a unit where the reporter is member of a trigger group is found, the unit will be added to the custom field.
Define groups whose members should be added as participants in an issue when the unit is selected.
Use
When a user creates a new ticket via Service Desk, the unit where the reporter is a member will automatically be assigned to the created custom field.
You can see the unit which the plugin determined for the reporter within the issue.
Example
| Group | User |
|---|---|
| Management | Emillia, Brandon |
| Team A | Vanessa, Johnny, Brandon |
| Team B | Jim, Duncan Ariana |
- When Emilia creates an issue, no unit will be selected for the issue automatically and no participants will be set.
- When Brandon creates an issue, unit "Team A" will be selected for the issue and Vanessa, Johnny and Emilia will be set as participants.
- When Ariana creates an issue, unit "Team B" will be selected for the issue and her colleagues Jim and Duncan will be added as participants.
- Jim sees Ariana's issue and decides that it is not only relevant to Team B, so he manually selects the unit "All Dev Teams". Now, Emilia, Brandon, Vanessa, Johnny, Jim and Duncan are automatically added as participants of the issue.
Via the Participant Unit Picker Custom Field you can combine multiple JIRA groups into Units. The advantage is that not all groups in which a user is a member, will be considered for setting the participants.
In order to use units, create a Custom Field type Participant Unit Picker. You can then configure the field to create organizational units. You can do this in the configuration of the Custom Fields.Manual Changes
Service Desk Agents can manually change the unit for determining the Participants. Users of the previously set unit are removed as Participants and the new users are added to the Participants. Manually added Participants remain. Changes to units and groups do not result in an update of all related Issues.
Limitations
Currently it can not be manually set, which Custom Field is to be used to determine the Participants. The field is automatically determined according to the following rule: If there is one (or more) Participant Unit Picker use the first found Participant Unit Picker. If no Participant Unit Picker is present, use the first group field (single or multi), which begins with "Participant Group" or "Request Participants Group".
Currently, the Participant Unit Picker Custom Field does not support various Configuration Scheme contexts. Only one Participant Unit Picker Custom Field can be configured per JIRA instance, a project specific configuration is currently not supported.
FAQ
Why should I use a Group Picker?It is useful to use a Group-Picker in connection with the Collective Issue View Plugin, if every user that creates a ticket is member of one group rather than several groups. Then the (double) configuration of unites is not necessary. One scenario could be that you run a service desk for business customers and you have created a group for each of your customers, where all employees of the customer are members.
Why should I use a Unit Picker Custom Field?You can use the Participant Unit Picker Custom Fields for cases that reflect more complex scenarios.
You can combine several groups in units and thus simplify the choice for your users.
You have the option to automatically set participants for some units when creating a ticket. For other units you can choose that only after manually selecting the unit, additional participants will be added to the ticket.
You can define different groups for the units which will trigger setting the participants and who will be set as participants. For Example you might want to specify to inform the complete team if a ticket is created by management. At the same time, management would not be informed every time, the team creates a ticket.Is it possible to not set participants automatically?Yes it is. For units that you don't want the participants to be set automatically, just leave out the trigger groups when creating the issue. You may then select the unit manually as a Service Desk Agent. When manually selecting the unit, the participants are set from the viewer groups.
Additionally, you can also set the units via post function (see next question), i.e. if you choose to check the issue before informing other participants.Can I manually select a unit in the Service Desk?Currently this is not supported, since the Participant Unit Picker Custom Field is not supported by Service Desk. In JIRA you have the opportunity to manually select a a unit (see previous question).
Can I use various Unit Picker Custom Fields?No this is not possible. The Collective Issue View Plugin currently supports only the simultaneous use of exactly one Unit Picker Custom Field per JIRA instance. A Unit Picker Custom Field per project can not be configured.
Can units be set via a post function?Yes, they can. For setting the unit you can use the post function "Update Issue Custom Field" of the free Suite Utilities for JIRA plugin. In order to set a unit via post function in the Participant Unit Picker Custom Field, you need the ID of the unit.
You will find the ID of the Unit in the configuration of the Participant Unit Picker Custom Field.For example, to set Unit Team B, you have to use ID 12 in the post function.
Step 1: Create user groups
In administration, create one or several user groups within the section User Management, tab Groups
Add at least two members to the group via Edit members.
Step 2: Create a Custom Field
In the section Issues and tab custom fields you can create a new custom field type Group Picker (single group) or type Group Picker (multiple groups). For the plugin to recognize the field, name the custom field "Participant Group" or "Request Participant Group". Then add the custom field to the edit and view screen masks for the desired issue type.
Use
When a user creates a new ticket via Service Desk, the unit where the reporter is a member will automatically be assigned to the created custom field.
You can see the unit which the plugin determined for the reporter within the issue.
The following variants can be used:
When you create a Group Picker (single group) Custom Field with the name "Participant Group" or "Request Participant Group", this field will be used to determine the participants. When creating the issue or changing the reporter, the first group in which the reporter is present will be set as "Participant Group". Other groups, in which the reporter is also a member, will be ignored. Generally, the JIRA Standard groups "jira-administrators", "jira-servicedesk-users" and "jira-software-users" are also ignored. When determining the users of a group, users from cascading groups are always taken into account.
When creating a Group Picker (multiple group) custom field, all groups where the reporter is a member will be set in the Custom Field "Participant Groups".
Manual Changes
Service Desk Agents can manually change the unit for determining the Participants. Users of the previously set unit are removed as Participants and the new users are added to the Participants. Manually added Participants remain. Changes to units and groups do not result in an update of all related Issues.
Limitations
Currently it can not be manually set, which Custom Field is to be used to determine the Participants. The field is automatically determined according to the following rule: If there is one (or more) Participant Unit Picker use the first found Participant Unit Picker. If no Participant Unit Picker is present, use the first group field (single or multi), which begins with "Participant Group" or "Request Participants Group".
It is useful to use a Group-Picker in connection with the Collective Issue View Plugin, if every user that creates a ticket is member of one group rather than several groups. Then the (double) configuration of unites is not necessary. One scenario could be that you run a service desk for business customers and you have created a group for each of your customers, where all employees of the customer are members.
You can use the Participant Unit Picker Custom Fields for cases that reflect more complex scenarios.
You can combine several groups in units and thus simplify the choice for your users.
You have the option to automatically set participants for some units when creating a ticket. For other units you can choose that only after manually selecting the unit, additional participants will be added to the ticket.
You can define different groups for the units which will trigger setting the participants and who will be set as participants. For Example you might want to specify to inform the complete team if a ticket is created by management. At the same time, management would not be informed every time, the team creates a ticket.
Yes it is. For units that you don't want the participants to be set automatically, just leave out the trigger groups when creating the issue. You may then select the unit manually as a Service Desk Agent. When manually selecting the unit, the participants are set from the viewer groups.
Additionally, you can also set the units via post function (see next question), i.e. if you choose to check the issue before informing other participants.
Currently this is not supported, since the Participant Unit Picker Custom Field is not supported by Service Desk. In JIRA you have the opportunity to manually select a a unit (see previous question).
No this is not possible. The Collective Issue View Plugin currently supports only the simultaneous use of exactly one Unit Picker Custom Field per JIRA instance. A Unit Picker Custom Field per project can not be configured.
Yes, they can. For setting the unit you can use the post function "Update Issue Custom Field" of the free Suite Utilities for JIRA plugin. In order to set a unit via post function in the Participant Unit Picker Custom Field, you need the ID of the unit.
You will find the ID of the Unit in the configuration of the Participant Unit Picker Custom Field.
For example, to set Unit Team B, you have to use ID 12 in the post function.